Collections Management Trainee

Muthoot Finance; Bharuch District, Anand; On-site; INR 350,000 - 550,000; Full time

Job summary

Muthoot Finance invites applications for the role of Customer Service Officer Management Trainee in India. The candidate will undergo structured rotational training across service desk, complaint management, regulatory grievance handling, and quality functions to build a compliant, customer-centric operations leader for future managerial roles.

The program emphasizes Service Desk Operations, regulatory adherence, and process improvement, with KPIs like FCR, AHT, and CSAT guiding performance

Qualifications

• Graduate (MBA in Finance / Operations / Marketing preferred)
• 02 years of relevant experience (Fresh MBA candidates may apply)

Responsibilities

• Handle inbound customer interactions on loan applications, disbursement, EMI servicing and queries.
• Ensure First Call Resolution and adherence to defined TAT.
• Escalate and document complaints; maintain audit-ready records.

Skills

Communication

Interpersonal skills

Analytical thinking

Problem-solving

Customer-centric

Compliance awareness

CRM familiarity

Working under pressure

Education

MBA (Finance/Operations/Marketing)

Job description

Customer Service Officer Management Trainee

Department: Customer Service / Operations
Location: Bangalore
Reporting To: Service Desk Manager / Customer Service Head

Role Purpose

The Customer Service Officer (Management Trainee) will be responsible for managing customer service operations for unsecured lending products while undergoing structured rotational training across service desk, complaint management, regulatory grievance handling, and quality functions. The role is designed to build a strong compliance-oriented, customer-centric operations leader for future managerial responsibilities.

Key Responsibilities 1. Service Desk Operations

• Handle inbound customer interactions related to loan applications, disbursement, EMI servicing, foreclosure, and account queries
• Ensure high First Call Resolution (FCR) and adherence to defined Turnaround Time (TAT)
• Maintain accurate call documentation in CRM/system
• Deliver consistent customer experience aligned with company standards
• Register and track customer complaints in the system
• Maintain proper documentation for audit and inspection purposes

2. Regulatory & Compliance Adherence

• Strict adherence to RBI guidelines and internal policies
• Ensure zero tolerance toward mis-leading information or incorrect commitments
• Maintain audit-ready documentation of customer communication
• Escalate sensitive cases to Nodal / Grievance Officer as per defined escalation matrix

3. Customer Experience & Process Improvement

• Identify recurring service gaps and suggest corrective actions
• Support implementation of process improvement initiatives
• Contribute to service quality enhancement programs

Training & Rotational Exposure (1218 Months)

The Management Trainee will undergo structured exposure to:

• Service Desk Operations
• Welcome Calling
• Complaint Desk & Escalation Handling
• Regulatory Grievance Management
• Quality & Training Function
• MIS & Process Governance

Key Performance Indicators (KPIs)

• First Call Resolution (FCR)
• Average Handling Time (AHT)
• Complaint TAT Compliance
• Customer Satisfaction Score (CSAT)
• Audit & Compliance Score
• Zero Regulatory Deviations

Qualification

• Graduate (MBA in Finance / Operations / Marketing preferred)
• 02 years of relevant experience (Fresh MBA candidates may apply)

Skills & Competencies

• Strong communication and interpersonal skills
• Analytical and problem-solving ability
• Customer-centric approach
• Compliance-driven mindset
• Ability to handle pressure and escalations professionally
• Working knowledge of CRM systems

About your company Muthoot Finance

The Muthoot Group is a leading business conglomerate that has successfully expanded, in each and every town, across the nation. The Group has 20 diversified business divisions and 5443+ branches with a global presence across USA, UK, UAE, Costa Rica, Sri Lanka and Nepal. The Group serves over 2.5 lakh customers every single day through its network of branches. Till date, the Group has served over 70 crore customers, including repeat customers. The Muthoot Groups story from humble beginnings to its ever growing stature is built on the firm foundation of 7 fundamental principles of Ethics, Values Reliability, Dependability, Trustworthiness, Integrity and Goodwill. The Group practices an equal opportunity policy wherein people from all sections of the society have equal opportunities to join and be part of the 40,000+ strong Muthoot Family. Muthoot Finance, the flagship company of The Muthoot Group has been rated India's No. 1 Most Trusted Financial Services Brand for five consecutive years, from 2016 to 2020 by TRAs Brand Trust Report. It has been certified as 'Great Place To Work, 2021-22' and has been recognized and featured as one of the Top 30 Best Places to Work in India by Skill Tree Global Knowledge Consortium in the Workplace Excellence Show on CNBC TV-18 in 2016. The Company offer 30+ Staff Welfare Measures ranging from Fast Track Promotions, Career Development Programs, National Pension Scheme, Foreign Trips, five types of Annual Incentives/Bonuses, Cash Rewards, Contests with prizes, Maternity Benefits, Medical benefits, Employee Insurance etc. to name a few. Muthoot Finance believes in promoting local hiring from the region. Every 5th employee is a woman and roughly 24% of the workforce comprises women. Shri. Amitabh Bachchan Ji is the Brand Ambassador of The Muthoot Group. The Group takes humble pride in its 800 years of family business legacy and unblemished track record. Over these years, millions of underserved Indians have been served through a bouquet of products and services and have been helped in a big way to move ahead in life.